CHECK POINT SOFTWARE IMPLEMENTS NEW MULTIFACETED APPROACH TO CUSTOMER SERVICE
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Innovative Services and Programs Set New Standards for Network Security Industry REDWOOD CITY, Calif. -June 7, 1999 - Check Point Software Technologies Ltd. (NASDAQ: CHKP), the worldwide leader in secure enterprise networking, today announced significant services and programs designed to further meet partner and customer needs and set new standards for customer service and support. The company has implemented a multiple stage call center organization, as well as a services council, an advocacy group and expanded educational services. "Check Point Software is setting a new standard for customer support that is well beyond industry expectations with innovative services and programs that are based on customer input and collaboration," said Tony Reed, vice president of worldwide technical services for Check Point Software Technologies. "We are committed to providing our partners and customers with the industry's best service and support. With over 1,000 channel partners, we will continue to emphasize our leveraged partner model where we equip these partners to best serve the needs of end-users as well as provide direct service and support as necessary."
Check Point Software has implemented a multiple stage worldwide 24-hour by 7-day call center, based in Dallas, Texas. The support structure includes "front line" call center engineers for resolving the majority of issues and questions in the first several minutes of a call. If necessary, bench-testing using real-world configurations are performed by senior support engineers. Extremely complex implementation issues are handled by the new Escalation Group, an organization that resides with the company's multiple research and development groups in Ramat-Gan, Israel; Redwood City, Calif.; and Seattle, Wash. to provide an extremely close coupling between customer issues and usage and product development. The Escalation Group conducts code analysis and detailed trouble shooting and delivers updated code, as appropriate. Experience from calls into the Escalation Group helps in the development of features and implementations in new products.
Check Point Software has organized its first Services Council comprised of approximately ten representatives from its Premier channel partners and designed to review Check Point Software service offerings and assess new programs and services under consideration. Check Point Software also has formed an Advocacy Group to provide swift resolution of critical customer issues regardless of whether the responsibility belongs to Check Point, a reseller, a consultant or a third-party. The group is taking proactive measures to continuing the development of strong customer relationships.
To provide hands-on training, education and certification, Check Point Software has formed an in-house educational services group. Formerly, training and courseware were completely outsourced. The group develops courses and curricula for Check Point Software classes conducted directly by the company or by an affiliate company. Such classes include both lecture-taught and computer-based training sessions on Check Point Software products, including installation, management and advanced implementations. Using a leveraged model, Check Point Software has trained thousands of partners, and these partners have in turn established Authorized Training Centers. There are now over 100 Check Point Software Authorized Training Centers around the world.
Check Point Software Technologies Ltd. is the worldwide leader in secure enterprise networking solutions. The company's integrated architecture includes network security (FireWall-1, VPN-1, Provider-1, Open Security Manager and Check Point RealSecure), traffic control (FloodGate-1 and ConnectControl), and IP address management (Meta IP). Check Point Software solutions enable customers to implement centralized policy-based management with enterprise-wide distributed deployment. Via the OPSEC Alliance, Check Point Software's products seamlessly integrate with "best-of-breed" products from more than 200 leading industry partners. The company has U.S. headquarters in Redwood City, California and international headquarters in Ramat-Gan, Israel. For more information, please call (800) 429-4391 or (650) 628-2000 or visit http://www.checkpoint.com or http://www.opsec.com. ### (c) 1999 Check Point Software Technologies Ltd. All rights reserved. Check Point, the Check Point logo, FireWall-1, FloodGate-1, INSPECT, IQ Engine, Meta IP, Open Security Manager, Open Security Extension, OPSEC, Provider-1, User-to-Address Mapping, VPN-1 Accelerator Card, VPN-1 Certificate Manager, VPN-1 Gateway, VPN-1 RemoteLink, VPN-1 SecuRemote, and ConnectControl are trademarks or registered trademarks of Check Point Software Technologies Ltd. or its affiliates. All other product names mentioned herein are trademarks or registered trademarks of their respective owners. |